Services

Training and Coaching

All Is One – LUXURY INTERNATIONAL HOSPITALITY (ALI)

(These courses are in line with the requirements of the luxury international brands and can include the international brand standards of the property)

  • EMPLOYEE BEHAVIOUR FOR GUEST EMOTIONAL ENGAGEMENT
  • EMPATHY AND CUSTOMER CARE
  • SPA SERVICE
  • FOOD AND BEVERAGE SERVICE(Breakfast, Light meals, Drinks, Buffet, Dinner, In Room Dining)
  • HOUSEKEEPING SERVICE (Arrival rooms, Servicing, Laundry, Turndown)
  • FRONT OFFICE SERVICE (Reservations, Porters, Reception, Concierge)
  • TRANSPORT SERVICE
  • CONDUCTING QUALITY CONTROLS AND CHECKS
  • MANAGING AND CLOSING GAPS IN SERVICE

All Is One – SERVICE AWARENESS

  • BAR AND BEVERAGE
  • BASIC BUTLER SERVICE
  • PREPARE AND SERVE MEALS
  • PREPARE AND SERVE WINE
  • CREATE A MARKETING CULTURE FOR CUSTOMER DELIGHT
  • WOULD I WORK FOR ME?

All Is One - PRACTICAL SUPERVISION

PRACTICAL SUPERVISION

  • MONITORING & CONTROL
  • COACHING JOB SKILLS
  • COMMUNICATION
  • DEALING WITH COMPLAINTS

PLANNING

  • IMPROVING WORK PERFORMANCE
  • DEVELOPING ONESELF IN JOB ROLE
  • UNDERSTANDING DISCIPLINE
  • CUSTOMER CARE

LEADING

  • HANDLING CONFLICT
  • ACCEPTING RESPONSIBILITY
  • WORKING WITH OTHERS
  • MANAGING A TEAM

ORGANISING

  • SHARING INFORMATION
  • TIME MANAGEMENT
  • MANAGING THE WORK DAY
  • DEALING WITH PEOPLE PROBLEMS

All Is One – CUSTOMER RELATED TOPICS

  • CUSTOMER SERVICE
  • CUSTOMER CARE AND COMPLAINT HANDLING
  • KNOW YOUR CUSTOMER

All Is One – MANAGEMENT RELATED

  • THE ROLE OF THE MANAGER IN HIGH PERFORMANCE TEAMS
  • MANAGER TRAINING
  • COACHING ON THE JOB SKILLS

Custom Materials

All Is One –LUXURY INTERNATIONAL HOSPITALITY(ALI)

  • Development of site specific training materials, cards, posters and SOP’s, with facilitator guides, workbooks and checklists for a property

All Is One Projects Services

All Is One GESS - GUEST EXPERIENCE SATISFACTION SURVEYS

  • This is tailored to client specifics, and based on standard outcomes to measure performance, adherence to standards as well as the guest experience.
  • All Is One Projects involves key industry professionals to ensure the feedback is relevant and professional, as well as valuable in the tourism chain for maximised revenue.
  • All Is One Projects promotes recognition and reward, as well as gap analysis methodology to ensure service delivery remains monitored for the quality of the guest spend in any tourism environment.

BENEFITS OF HIRING THE ALL-IS-ONE TEAM

  • Keeps the process fresh and the feedback “real”
  • Objective coaching and reporting
  • Implementation and monitoring of service processes
  • We are unbiased to obstacles and intolerant to service challenges
  • Genuine ability to “see it through the guests’ eyes”
  • Becomes part of the team – promoting service improvement
  • Coaching of managers and staff in real time in actual situations
  • Promotes teamwork
  • Use of visuals, checklists and service auditing documentation – provides insight into service sloths and service stars.
  • Use of visuals, checklists and service auditing documentation – provides insight into service sloths and service stars.
  • Identify solutions to ongoing challenges, and implement change
  • Identify solutions to ongoing challenges, and implement change

At All-is-One we believe in converting theoretical learning into practical application. We work in real time, with Senior Management and Operational workers towards improving service and  hospitality offerings. We offer limited classroom space and practical solutions.

 

Introducing SkillsEdge

Skills-300x200SkillsEdge was established in the beginning of 2010, recognising a need for well-developed learning materials and quality assurance services relating to behaviours that have an impact on the bottom line of any organisation — customer/guest service, supervision and management — to realise the vision and mission of an organisation, and to set an organisation apart from the competition.

SkillsEdge’s approach is to identify critical skills and performance requirements and translate these into effective learning programmes, coupled with assuring that service delivery is in accordance with the standards of an organisation and aligned to the vision and mission of the organisation.

Learning materials developed by SkillsEdge are designed to be relevant to the target group and include ample opportunity for practicing and implementing skills at the workplace.

SkillsEdge founder visited Disney World Resort in Atlanta, USA, in 2005 to learn first-hand from this internationally-acclaimed guest experience organisation on how to create memorable experiences for guests.

The founder of SkillsEdge was trained on the implementation of quality management systems and quality assurance during an 8-year period as Head: Training Section, South African Bureau of Standards (SABS).

Services offered

SkillsEdge has been offering extensive services in the Training and Development field, covering;

Learning material development

Learning materials developed include both non-credit-bearing, client-specific learning programmes for learners on all levels, as well as materials for accreditation of clients against the South African National Qualifications Framework.Programmes developed have been uccessfully implemented by small, medium and blue chip companies, in a wide field of application.

SkillsEdge was awarded — and successfully completed — a tender by the Wholesale & Retail Seta to develop a generic Quality Management System (QMS) and the learning materials for a full qualification, 4 learnerships and 7 skills programmes. These have been used to establish Centres of Excellence at public Further Education and Training Colleges throughout South Africa.

SkillsEdge developed learning material in association with All-is-One Hospitality Projects and Services, based on SERVQUAL and international branding standards for hotels.

Topics include:

  • Exceptional customer service – Establishing your attitude at a leading hotel
  • Exceptional customer service – Understanding customer needs
  • Professional behaviour in a 5-star hotel
  • Guest emotional experience
  • Emotional intelligence
  • Customer service for cleaning professionals
  • Internal customer service
  • Customer service management
  • Yourself as leader
  • Organisational and management functions
  • Prioritise time and work (for supervisors)
  • Building and maintaining relationships
  • Developing staff

Coaching, assessment and quality assurance  – customer and guest services

The founder of SkillsEdge has extensive experience in training and coaching front-line staff and supervisors on the implementation of customer service standards benchmarked against international best practice.The teams trained and coached at super-regional shopping centres by the founder won national service-provider awards from the South African Council of Shopping Centres for several years in a row.

SkillsEdge is experienced in the assessment of customer service for national award purposes at leading shopping centres.

SkillsEdge undertakes Guest Experience Satisfaction Surveys (mystery guest surveys) at leading international guest destinations, based on international standards to assist with quality assurance at these destinations.

Moderation of assessments

Moderation-of-assessment services have been rendered in the past five years to several training providers and a private Further Education and Training College.Moderation of learning materials for accreditation of clients with Sectorial Education and Training Authorities.

Assessment of outcomes-based learning

Assessments services have been provided to several clients for accredited learning programmes.

General training and development experience

The founder of SkillsEdge has more than 20 years’ experience in all aspects of training in development, including development of competency profiles, training needs assessment and facilitation of learning.Managed Training Section of the South African Bureau of Standards (SABS) for 8 years.

Professional accreditation and registrations

  • Professional registration as Human Resources Practitioner (Training and Development) with the South African Board of People Practice (the Education and Training Quality Assurance body for the Human Resources profession).
  • Registered/accredited Assessor and  moderator with several Sectorial Education and Training Authorities (SETAs) – ServiceSeta (Customer Service Management, Management levels 3 to 5 and New Venture Creation), Wholesale & Retail SETA, ETDPSETA
  • Qualified Skills Development Facilitator with Education, Training and Development Practice SETA (ETDPSETA).
  • Accredited Fellow Assessor with the Chartered Institute for the Management of Assessment Practice.

All Is One Hotel Training & Coaching

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